Booking & Care Policies

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All service requests must be submitted through Time To Pet. Text messages, emails, social media messages, or verbal requests do not count as confirmed bookings. Services are not confirmed until the request has been submitted through Time To Pet and accepted by Tails of the West.

Clients are responsible for reviewing all requested dates, service types, and details for accuracy before submitting a request.

Clients are required to maintain an active and accurate Time To Pet profile in order to receive services. A payment method must be added to the account before service options can be viewed or selected in the system.

Meet-and-greets are typically required for all new clients before services begin. In certain situations, such as emergencies or referrals from a trusted pet sitter in our network, care may begin without one. Additional meet-and-greets may be scheduled for a fee.

Drop-in visits and walks are scheduled within a two-hour window unless otherwise agreed in writing. Exact visit times are not guaranteed. Any critical timing needs must be communicated in advance.

Overnight and extended care services include flexible in-home care hours within a 24-hour period and are not continuous care unless otherwise stated.

A 50% deposit is required at the time of booking to secure the reservation. The remaining balance is due 14 days before the start of service.

Full payment is due 48 hours before service.

Holiday bookings require full payment at the time of booking and are non-refundable.

Failed payments may result in cancellation of services. Failed payments are subject to a $25 fee.

Cancellations made 28 or more days before service receive a full refund, including the deposit. Cancellations made less than 28 days before service are non-refundable.

All holiday bookings are non-refundable once booked. No credits will be issued.

Cancellations made less than 48 hours before service are non-refundable.

No refunds are issued for early returns or late departures.

A 50% holiday surcharge applies on major holidays, including New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day, along with other designated holiday dates.

Travel fees may apply for services outside our standard service area. Fees are based on distance, drive time, and accessibility, and will be discussed before booking. Travel fees are non-refundable once service has begun.

Clients must provide secure and reliable home access through a lockbox or another approved method. Physical keys are not accepted as the primary entry method. Tails of the West is not responsible for missed visits due to inaccessible property, malfunctioning access devices, or incomplete entry instructions.

We will make every reasonable effort to administer medications as instructed. However, we cannot guarantee successful administration if a pet resists, hides, becomes stressed, or does not safely allow handling. Tails of the West is not liable for missed or incomplete medication administration in these situations.

If a pet requires emergency veterinary treatment and the client or emergency contact cannot be reached, Tails of the West is authorized to seek care on the client’s behalf. Clients are responsible for all veterinary costs, transportation, and related expenses.

Clients must disclose any behavioral concerns, including aggression, anxiety, bite history, or escape tendencies. Services may be terminated immediately if a pet presents unsafe or unmanageable behavior. No refunds will be issued for service termination due to undisclosed or unsafe behavior.